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Connection but no internet issue

PigHill_Jimster
Tuning in

Within the few days (19th to today 23rd May 2003) I have been experiencing significant connection issues that appear hard to pin down.

The symptons are that a device will be connected to the Hub, either by Wireless or by Ethernet, but have no internet access, i.e. the device will say "Connected but no internet".

What is strange is that whilst one or more devices will be stating this, other devices may be okay.

I am on the M250 package. My Hub is connected to a 1Gbit Switch that then is connected to my work laptop via Ethernet Cable.

I have a Canon TS-8051 printer that is connected direct to the hub wireless network VMxxxx in the same room as the hub.

I have a TP-Link RE330 in the living room and a TP-Link RE220 on the upstairs landing.

The Wireless access points for these are named:

VMxxxx_LivingRoom and VMxxxx_LivingRoom_5g
VMxxxx_Landing and VMxxxx_Landing_5g

I am also using my personal laptop and we have two mobile phones running Android.

If I connect my personal laptop (Windows 11) to the VMxxxx wireless network direct to the hub, in the same room as the hub, I connect with internet - all okay.

If I connect my work laptop (Windows 10) to the VMxxxx wireless network direct to the hub, in the same room as the hub, I get "Connected but no Internet". If I connect by Ethernet cable then I get "Unidentified Network - No Intenet". This occurs if I plug into the switch or plug directly into the hub.

If I connect my phone, Samsung Galaxy S8 to the VMxxxx wireless network direct to the hub I get Connected. Okay, with internet.

If my wife connects her phone, Samsung Galaxy S20, to the VMxxxx wireless network direct to the hub she gets Connected - No Internet. If she connects to either of the TP-Link boxes she gets internet access okay.

In addition to the Virgin Media fibre to the property we have our old BT Openreach line, with Sky Broadband still. It made sense to us to keep the two phone lines Virgin and BT open when Virgin Media got around to providing our area with access as the old number was known to family and friends so we have the Virgin number as an office number, and we have talk international with Sky as we make daily calls to France.

When connecting any device to the Sky broadband we see no issues at all.

 

 

15 REPLIES 15

PigHill_Jimster
Tuning in

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1411000000-0.538256 qam1
2419000000-0.738256 qam2
3427000000-0.538256 qam3
4435000000-0.438256 qam4
5443000000-0.238256 qam5
6451000000038256 qam6
7459000000038256 qam7
84670000000.238256 qam8
94750000000.238256 qam9
104830000000.438256 qam10
114910000000.238256 qam11
124990000000.440256 qam12
135070000000.540256 qam13
145150000000.740256 qam14
155230000000.940256 qam15
165310000000.940256 qam16
175390000000.740256 qam17
185470000000.938256 qam18
195550000000.938256 qam19
20563000000140256 qam20
215710000001.240256 qam21
225790000001.540256 qam22
235870000001.240256 qam23
245950000001.240256 qam24


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.9180
2Locked38.9410
3Locked38.9220
4Locked38.9170
5Locked38.6110
6Locked38.6140
7Locked38.980
8Locked38.9180
9Locked38.9130
10Locked38.9170
11Locked38.9170
12Locked40.3170
13Locked40.3170
14Locked40.3150
15Locked40.390
16Locked40.3110
17Locked40.3130
18Locked38.980
19Locked38.9140
20Locked40.380
21Locked40.370
22Locked40.3160
23Locked40.3180
24Locked40.3200

Look to get your own router with 1Gb ports and use hub in modem mode to fix your problems. 

---------------------------------------------------------------

DylanK01
On our wavelength

Are you in the SS postcode area by chance? Ive been having the same issue and its been down since the 19th also.

Client62
Legend

Connected to a VM Hub by WiFi / cable and not getting internet is exactly what is seen when devices have been Paused / added to the MAC Filtering lists ( there are 2 filter lists on our Hub in WiFi Security and in DHCP  ) log in to the Hub at http://192.168.0.1 to see those - the VM Connect app can't use trusted for this task.

If access works via both of the TP-Link RExxx boxes - which ISP are they connect to Sky / VM ?

Is the kit that connects to the VM Hub getting a DHCP response from the VM Hub, i.e. does it have an IP in the range 192.168.0.xxx  and a DNS of 194.168.4.100 and / or 194.168.8.100 ?

Make sure the Sky Router and the VM Hub are not interlinked via the Gigiabit Hub.

biju_c
Joining in

I am living in SS postcode area, and have been experiencing the same issue since Sunday morning. Virgin support has been super unhelpful so far. And all I can see on the status tracker is issue identified and is being investigated with an ETA. The ETA is a joke, they just increase the time each day till late in the evening, and in the evening they will just change it to next day.

Natalie_L
Forum Team (Retired)
Forum Team (Retired)

Hi PigHill_Jimster, 

Thank you for reaching out to us here on the Community.

I am very sorry to hear of the issues you have been experiencing with the service. 

I have taken a look from our side and can confirm that there are no outages in the area and your hub appears to be running within specification. 

Can you please confirm if you have experienced any further issues your last post to us? 

Thanks, 

 

Nat

Hello Nat, thank you for reaching out. I was unable to come back and find this post, so could not provide an update. This was fixed on Wednesday afternoon.

Hi biju_c,

Thank you for the update, glad to hear this has now been fixed, if you have any further issues or just need some support, please do not hesitate to reach back out.

Regards

Paul.

This isn't an option for me at the moment I am afraid.